Nortel Networks 1000 - Manual (Page 37)

Supervisor features
37
Observe
Use the Observe feature to monitor an agent in a call.
Display Queue
Use the Display Queue feature to access the status of calls in an
ACD queue. The information displayed includes the following:
• number of calls waiting in the queue
• number of agent positions occupied for the queue
2. Press the 3 key (3 = D for Day) to
resume Day mode.
The Night Service soft key color
changes and remains altered. New calls
enter the queue.
1. Tap the Observe soft key.
2. Choose one of the following:
— Tap a selected Agent soft key.
— Dial the agent’s Position ID.
3. Tap the Call Agent soft key to talk to the
agent being monitored.
4. Tap the Observe soft key to terminate
the observation.